Customer Service Sales

James W. Nolan

*** ***** **** ******, *************, New York 14221

*******@*****.*** Cell: 716-***-****

Summary

• Dedicated customer service manager with 15+ years of experience in call center management. Consistently achieved high customer

satisfaction rankings, improvements to the bottom line/telephone performance metrics and turnaround of underperforming operations.

• Respected builder and leader of customer focused teams; instill a shared, enthusiastic commitment to customer service as a key

driver of company goal attainment. Lead by example and ensure the execution of all sales, quality and store operations policies.

Areas of Expertise

Customer Service Management Customer Satisfaction Enhancement Team Building and Training

Complaint Handling Resolution Front end Supervision Sales Improvement

Professional Experience

Time Warner Cable, Cheektowaga, NY 4/2006 to Present

Customer Service/Billing Manager

• Oversee day to day operations for a group of supervisors to ensure customer satisfaction and loyalty.

• Ensure compliance with high standard of telephone services statistics and walk in customer service; ensure compliance with

governmental standards; monitor and ensure compliance with all local, state and federal laws and regulations, including company EEO

program.

• Oversee the hiring, motivation, evaluation, and corrective actions of all customer service staff to include the coaching and development

of supervisors, and ensure department compliance with company policies and procedures.

• Improved revenue generating unit sales in nontraditional sales queues for 2.6% to 6.3% and in walk in locations from 4.8% to 13.3%.

• Created guest satisfaction index for walk in cable stores. Improved customer ratings from 82% to 96% within one year; ensured the

swift resolution of customer issues to preserve customer loyalty while complying with company policies. Coordinated all department

activities to ensure the efficient/effective operation of the department and to ensure adequate staffing for normal service and special

events.

• Established, in coordination with regional director, training programs as necessary to ensure adequate skill enhancement of all customer

care employees.

• Served on special taskforces charged with turning around under performing agents, increasing sales, launch regional standards,

launched improved tools to decrease transaction handle times and migrate customers into divisional/regional call centers.

• Respond to and resolve all escalated issued for New York State Public Service Commission, Better Business Bureau, local media and

internal Office of the president escalations.

• Demonstrate leadership and communication skills to foster a high level of employee satisfaction as measured by annual employee

surveys. Facilitate open communication between representatives, supervisors, peers, departments, plant systems and regions: update

Director of all developments and operational issues.

• Ensure the timely flow of required/requested reports to other functional areas. Identify and formulate trends and resolutions which will

ensure follow thru and reinforce internal/external customer satisfaction.

• Supported the launch of digital telephone product.

• Achieved cash flow goals by reducing expenses including overtime.

• Coordinate volunteer efforts to support local charities including Empire State Games, American Heart Society, Breast Cancer Research,

Memory Walk, Camp Good Days and other local charities.

• Implemented a retention program and retention queue; including priority routing.

• Expanded billing cycles for 4 to 15. Revised collections schemes to reduce bad debt.

• Launched companywide mission and values program.

Adelphia Communication, Buffalo, NY 8/1998 to 4/2006

Customer Service Manager for Northeast Operations

• Overseen daily call center operations servicing one million cable subscribers located in twelve states in the Northeast and Mid Atlantic

regions. Managed 16 supervisors and supporting staff. Successfully integrated local customer centers into a regional call center.

Migrated customers to be serviced via one central location.

• Managed multiple billing system conversions, migration of internet platforms and beta tested corporate sales training. Created training

modules and focused on struggling performers.

• Supported launches of new products, ensured service level and average handle time goals.

• Liaison to technical operations and dispatch. Supported cross department/region relations, facilitated operational improvements and

supported human resources objectives.

• Increased core product penetration of new cable television/internet subscribers for 49% to 85%. Revamped existing commission

structure for representatives based on achievement of sales standards and revenue generated.

• Change environment from a seniority based to a mix of performance and seniority program.

• Developed and evolved department quality assurance and calls monitoring programs.

• Introduced training programs that enhanced employee performance and helped build a motivated workforce.

Telecommunication of New York, Buffalo, NY 6/1992 to 8/1998

Payment Office Manager

• Managed daily operations of payment center and equipment inventories for cable television system service 60,000 subscribers in the city

of Buffalo, NY.

• Achieved goal of reducing 30 60 day aged money to less than 3% of total bad debt expense. Approved credit, posted payments and

adjustments and managed petty cash fund.

• Ensured compliance with cash handling, security, preparation and verification of deposits.

• Cooperated with Franchise Authority to ensure timely resolution of customer complaints. Assisted employees and resolved customer

complaint referrals; enhancing problem solving and decision making abilities.

• Prepared and analyzed reports.

• Supported launch of high speed internet service. Launched self installation kits to reduce truck roles.

• Introduced training programs that enhanced employee performance and helped build a motivated workforce

Education and Training

Canisius College, Buffalo, New York; BS Degree in Science, Management information Systems

Email: *******@*****.*** Cell:716-***-****

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